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Sales Support Operator 1

  • Location

    Norcross, United States

  • Sector:

    Business Professional

  • Job type:

    Contract

  • Contact:

    Sonu Chouhan

  • Job ref:

    21088

  • Published:

    about 1 year ago

  • Expiry date:

    2020-09-19

The Customer Support Coordinator is responsible for processing large volume data entry in both alphanumeric and symbolic data entry from source documents into CRM software. Recognizes when to escalate customer issues and supports customer with price and availability, simple product crossing and referral to appropriate specialist for technical support and/or problem resolution when warranted.

Lead the investigation and resolution of open lines associated with LMV Customer Support Managed orders. Utilize SAP and other applicable reports to identify open orders and distribute to customer support for review and resolution under the defined process. Responsibilities

  • Respond and resolve problems in a timely and accurate manner while providing excellent customer service.
  • Manage the data workflow, as it interacts with the workflow in the CRM translator package.
  • Utilize CRM tool to directly communicate to customers, suppliers and affiliates.
  • Primary focus will be supporting multiple product lines within assigned business segment for customer types including: industrial and construction distributors, end user accounts, and OEMs.
  • Triage change orders for the Change Order Specialist and/or have the ability to process non-complex change orders.
  • Follow up and engage stakeholders as required until the expected release date for open orders are addressed accordingly.

Required Knowledge/Skills, Education, and Experience

  • High School Diploma or equivalent. Specialized skill training/certification may be required. Associates degree in related discipline is preferred.
  • 3+ years of practical Customer Support experience supporting industrial, construction, mechanical, or electrical industries.
  • Demonstrated ability to reproduce a customer problem, isolate cause and drive resolution.
  • Demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co-workers.
  • High Level of professionalism and excellent customer service skills.
  • Ability to multitask and handle a high volume of work accurately.
  • Excellent verbal, written, and organization skills.
  • Desire to grow within the company.
  • Ability to work within a team environment.
  • Must be a self starter.
  • Ability and desire to learn assigned business segment product line. May need to take internal product training classes.
  • Ability to successfully complete required training program.
  • Strong data analytical and problem solving skills in identifying patterns and trends.
  • Proficient with Microsoft Suites.

Preferred Knowledge/Skills, Education, and Experience

  • Strong knowledge of SAP, CRM systems and Quotation tools.
  • 3+ years of practical Customer Support experience supporting industrial, construction, mechanical, or electrical industries.

Additional ongoing responsibilities:

  • Develop knowledge of assigned products within division and systems to move within the Customer Support Organization.
  • Develop lasting professional relationships within organization such as: plants, warehouses, sales, mixed apparatus pricing, standard pricing, product managers, and buyers.
  • Understand the business unit organizational charts allowing you to escalate and resolve issues within the organization.

Handles requests from customers and the sales organization. Position operates with dedicated, limited range of user interfaces or functionalities in standardized software programs, strictly related to their specific processes. Customer Services functions gather and files information gained in routined customer contact calls. Handling inbound calls, in basic 1st level support situations, while handling majority of request in the basis of given procedures.